Etsy

Manager, Partner Programs

Etsy

March 5, 2021

Brooklyn, NY 11201, US

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. As an Etsy employee, you’ll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.
Job Description
We're looking for a Manager to lead the Partner Programs team on Member Services, leading the strategy and management of our third-party customer support vendor relationships.
Partner Programs sits within Member Services’ Partner Enablement team. Our team implements the associated training, documentation, tooling, and infrastructure needed to run a global, agile, and resilient program. Our goal is to optimize Etsy’s vendor partnerships to ensure we provide effortless, human support at scale for our buyers and sellers.
In this role, you’ll be the senior point of contact for our vendor partners, building strong relationships and ensuring we’re maximizing our investments to meet Etsy’s business needs.
This is a full-time position located (eventually) in Brooklyn, NY or Hudson, NY reporting to the Director of Partner Enablement. We offer flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to an office location 2-3 times per week. We’re also open to remote hires, able to work East Coast hours.
For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
About the Role
In this role, you will:
  • Lead a team of 500+ agents operating in 4 global sites across a portfolio of 3 vendors, within an 8-figure annual budget, delivering millions of customer interactions each year
  • Manage of team of 5, mentoring them on goal setting, work prioritization and career development and building alignment with leadership on the team’s behalf
  • Develop ongoing strategies for how we can best utilize our vendor partnerships to meet Member Services’ organizational goals
  • Lead a hardworking and agile team of specialists in workforce management, forecasting & budgeting, and operations excellence.
  • Accountable for partner scorecards administered by the team, which rate success on critical metrics such as SLAs, agent quality and operational performance
  • Oversee new vendor selection processes as needed, running RFPs to identify partners that uphold Etsy’s standards
  • Liaison with Member Services leadership to understand business needs and is accountable for partners staffing appropriately within allocated budgets
  • Ensure that new initiatives such as topic migrations and new support channels requiring partner coverage are implemented successfully
  • Act as the point of escalation for high priority incidents involving vendor partners
  • Participate in the Partner Enablement leadership group, crafting our overall team strategy and roadmap and partnering closely with your peers
  • Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualifications

About You

Ideally you'll bring:
  • 5+ years of people management with experience in contact center or vendor management, preferably in the customer support industry
  • Comfortable leading in a highly collaborative, cross-functional environment
  • Comfortable providing and receiving feedback as an everyday practice
  • Ability to maintain composure and optimism in high-stress situations
  • Outstanding communication and social skills, with the ability to influence multiple partners at various levels and subject areas
  • Ability to gather and utilize data to make decisions
  • Excellent written and presentation skills
  • A trust in and commitment to Etsy’s vision, mission and values

Additional Information

What's Next

If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you’ve hopefully seen already, Etsy is a place that values individuality and variety. We don’t want you to be like everyone else — we want you to be like you! So write to us and tell us what you’re all about.
Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.